The Belgian railways (NMBS) transported 129,6 million train travelers during the first half of this year. That is 4,1% more than in the same period last year. The number of national rail passengers will continue to grow in 2019, after an increase of more than 3,5% in the past two years.

Passenger growth will also occur in 2019 in almost all products and in all passenger segments, both during off-peak and peak hours. There are more commuters (+ 3,35% travelers with a school or work subscription), but the standard tickets and the products aimed at leisure traffic are also doing well. For example, the number of young people traveling with a Go Pass 1 increases by 6,45%. The number of young people using a Go Unlimited, which allows them unlimited travel by train during the school holidays, also rose sharply (up to and including Easter holidays: + 9.2%).

In order to attract even more travelers, especially during off-peak hours, SNCB launches special tickets and also collaborates with external partners. Launched in June NMBS together with Vorst Nationaal the Bravo! Train ticket. From September onwards, concertgoers can return to the concert hall by train for half the price by train.

Customer satisfaction figures will also improve in 2019, according to the railway company. During the first half of this year, 65,3% of travelers gave SNCB a score of at least 7 out of 10. During the same period last year, 59,1% of train travelers were satisfied. This positive development is partly due to the better punctuality of the trains. During the first half of this year, 90,2% of the trains were on time. This was 87,5% halfway through last year.

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The travelers are most satisfied with the conductors: 87,2% of the travelers give them good points. Compared to last year, many other points have improved. For example, travelers are also more satisfied with the information in the station and on the train. In 2019, SNCB will enrich the real-time information for its passengers, by improving the information on the app and on the screens in the station and on board the train. Information about the railway works has become clearer on the screens in the stations.

Train passengers can now also put their questions about SNCB to the Google Assistant, which was launched in Belgium at the end of May. The Google Assistant is a new information channel in which the traveler receives an immediate answer to a question that the traveler speaks on his smartphone (commercial questions and questions about the trains to be taken). SNCB is one of the nine Belgian companies that have been involved in this from the start.

SNCB introduced a new concept for its counters at Namur station. The ticket clerks now work in a reception area where, as mobility guides, they literally stand among the travelers to inform them and, if necessary, help them with the purchase of their train ticket or subscription. This concept will be rolled out further in 2020 in Brussels South, Brussels North and Charleroi.

Customers are increasingly opting for digital sales channels. Sales through the digital channels (machines, website and app) account for two-thirds of total sales. Together with transport companies De Lijn, MIVB and TEC, NMBS has launched the Smart Mobility Planner. Thanks to the Smart Mobility Planner, travelers can very easily plan their journey by combining multiple means of transport. What is new is that the route planner takes into account the real-time data of all operators.

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In cooperation with Child Focus, investigative campaigns of minors can also be shown on the digital screens in the stations and on board the train. The screens can be used very quickly, which is crucial in the first hours after a disappearance.

Also read: Gentenaars get what they are entitled to after a constructive consultation

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